Customer Experience Manager

Job Description

Join our team as a Customer Experience Manager in Johannesburg, where you'll play a critical role in crafting outstanding customer experiences. You will lead projects aimed at improving customer satisfaction metrics, gather feedback, and implement strategies for service improvement.

Responsibilities

• Design customer experience improvement plans.
• Engage with customers through various channels to collect qualitative data.
• Implement technology solutions for better customer interaction.
• Benchmark customer satisfaction against industry standards.
• Drive change management initiatives linked to customer experience.
• Develop a framework for continuous customer experience improvement.
• Lead focus groups to test new service offerings.
• Serve as the point of contact for escalated customer issues.

Requirements

Education

• Bachelor's degree in Marketing or Business Management
• MBA is an advantage

Experience

• 5-7 years of experience in customer-facing roles

Technical Skills

• Customer Journey Mapping
• Analytical Software

Soft Skills

• Leadership
• Adaptability

Certifications

• Customer Experience Specialist (CXS)
• Lean Six Sigma Green Belt

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience in Project Management: Proven experience in leading customer-focused projects.
• Familiarity with Agile Methodologies: Experience working in Agile environments to improve customer processes.

Benefits

• Comprehensive healthcare plan
• Work-from-home flexibility
• Access to continuous learning programs
• Annual salary reviews

Company Culture

• Customer Focus: Our customers come first; their satisfaction is our priority.
• Growth Mindset: We embrace challenges as opportunities for growth and learning.
• Diversity: We believe that diverse perspectives drive innovation and creativity.